The accepted Service Product controls
Every governed Service Product has a version-controlled cancellation policy in EngOS. Before acceptance, the customer is shown its cancellation notice, rescheduling notice, no-show charge and refund rule. Those accepted product-specific values control the engagement.
Where an accepted quotation states a 24-hour cancellation or rescheduling notice period, “before the cutoff” means at least 24 hours before the confirmed delivery start. A different displayed period applies when the accepted Service Product states one.
How to cancel
Use the secure scheduling link supplied for the engagement, where available, or email [email protected] with the subject “Cancellation request”. Include the engagement reference, confirmed delivery date, requester name, business email address and reason.
A cancellation is effective when the request is recorded by Stemma, not when it is drafted or sent to an incorrect address. Do not include card or bank credentials. We may verify the requester's authority before changing a governed engagement.
Cancellation with sufficient notice
A recorded request made before the accepted product's cancellation cutoff may cancel the confirmed booking without discretionary approval. The associated payment is then assessed under the product rule and our Refund Policy; where the accepted policy states “full refund before the cancellation cutoff,” the amount paid for the affected service is refundable.
Cancelling an unconfirmed scheduling request stops that scheduling request, but any accepted quotation and payment still require the appropriate engagement and financial records to be closed or adjusted.
Lead review is required
A request recorded inside the displayed cancellation notice period is marked for governed review rather than automatically approved. Stemma considers work already performed, committed engineer time, recoverable costs, available alternatives and the accepted product policy before confirming cancellation, rescheduling, credit or another outcome.
Continue to treat the booking as confirmed until Stemma records and communicates the reviewed outcome.
Changing the delivery time
A replacement time selected before the product's rescheduling cutoff can be booked subject to engineer capacity and the governed booking rules. A request inside that cutoff requires approval. A requested alternative is not confirmed until EngOS records the replacement booking.
Repeated changes, a material delay, changed prerequisites or a request outside the product's booking horizon may require a new quotation or controlled review.
Missed confirmed delivery
If the client does not attend or make the required access, information or authorised personnel available for a confirmed delivery, the no-show charge displayed in the accepted Service Product applies and may be up to 100%. Rescheduling, credit or refund after a no-show requires a separately governed exception.
Suspension or termination by Stemma
Stemma's right to suspend or terminate affected work, including for material breach, unlawful conduct, unmanaged safety or security risk, force majeure or overdue undisputed amounts, is governed by the accepted quotation and clauses 5, 16 and 17 of the Standard Terms. The financial outcome is recorded separately under those terms and the accepted Service Product policy.
Cancellation does not hide the payment status
EngOS keeps the cancellation, booking and financial adjustment as distinct governed records. A Paystack payment remains linked to its accepted quotation, and any approved refund or credit is recorded against that accepted total. See the Refund Policy for eligibility, method and provider timing.